PENGARUH EMOTIONAL LABOR SURFACE ACTING, DEEP ACTING, DAN CUSTOMER MISTREATMENT TERHADAP WITHDRAWAL BEHAVIOR DIMEDIASI EMOTIONAL EXHAUSTION PADA KARYAWAN RESTORAN DI JAKARTA
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh surface acting, deep acting dan customer mistreatment terhadap withdrawal behavior yang dimediasi oleh emotional exhaustion. Penelitian dilakukan dengan menggunakan pendekatan kuantitatif dan metode survei dengan mengambil sampel dari karyawan restoran di wilayah Jakarta Selatan. Rancangan pada penelitian ini dilaksanakan melalui pengujian hipotesis (hypothesis testing). Pengumpulan data berlangsung secara cross-sectional. Data bersifat data primer dan dihimpun dengan menyebarkan kuesioner melalui google form yang diisi oleh 175 karyawan restoran yang diteliti. Teknik pengolahan data yang digunakan mencakup pengujian instrumen seperti uji validitas dan reliabilitas, structural equation modeling (SEM), serta uji statistik deskriptif dengan menggunakan perangkat lunak SPSS dan AMOS. Hasil penelitian menunjukkan bahwa surface acting berpengaruh positif terhadap emotional exhaustion, deep acting berpengaruh negatif terhadap emotional exhaustion, customer mistreatment berpengaruh positif terhadap emotional exhaustion dan emotional exhaustion berpengaruh positif terhadap withdrawal behavior. Selain itu, emotional exhaustion mampu memediasi pengaruh surface acting, deep acting dan customer mistreatment terhadap withdrawal behavior. Manajemen perlu memberikan pelatihan emotional intelligence untuk membantu karyawan dalam mengelola emosi sendiri dan orang lain menjadi lebih baik.
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DOI: https://doi.org/10.46576/bn.v9i1.7345
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